Anaheim Hills, CA
Great guests! Took excellent care of the apartment. Would recommend to other hosts and they are welcome anytime!
I’m sorry your stay was not quite what you hoped, and I do appreciate your acknowledgement of some of the positives of the property.
Let me address your concerns:
1) There is certainly no excuse for an apartment that isn’t properly cleaned. I can only assure you that I will take the issue up with my current cleaning crew and work to resolve it. I realize this does not improve your stay, but do know that your voice is being heard on this matter. There are, of course, some limits on what we can do with older downtown buildings and we have little influence on neighbors, but dust and hair are certainly unacceptable.
2) I try to keep photos and amenities updated as much as possible. Unlike a hotel, I cannot simply swap in new linens or an iron if a previous tenant walks off with it just before a new arrival. I apologize if our brief interaction sounded dismissive. Given the time and situation, an outside laundry or purchasing your own iron seemed the best options as I had no other way to provide you with one. I only pointed out that an iron was not advertised as a matter of course. I have found in real estate dealings it is always important to clearly establish expectations. Despite not advertising the iron I would have happily replaced the missing one for you had that been possible.
3) I’m not entirely sure how to address your point about my associate meeting you. Normally I do meet my tenants in person, but urgent business took me out of the country so I employed a trusted friend. If he was rude or failed to execute his responsibilities please let me know and I will discuss it with him should I ever need his services again. You certainly have every right to want to meet with the person you are doing business with, but hopefully you can understand when matters are taken out of my hands.
4) I think the preferred course of action when you notice problems is to contact the owner immediately, rather than airbnb. Some of the issues would have been difficult to resolve, but I do think with earlier notice I could have made your stay nicer. Discussions of refunds are best handled before the stay is complete. During your stay the only issue I was aware of was the iron or I would have called someone to clean. A dedicated property manager to handle such issues would indeed be nice, but would most certainly add to the costs for the properties. Since I specialize in premium locations at reasonable prices this isn’t currently feasible. It does sound like the location allowed you to enjoy much that New York has to offer so hopefully you went home with some pleasant memories of the city.